Customer Care Representative - Core

Customer Care Representative - Core

Remote

Regular

As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 27 countries, we offer to our customers a wide range of testing and innovative solutions dedicated to preventing health risks related to food, environment and consumer goods. External growth has been a key pillar of our history with more than 40 acquisitions completed in the last 10 years.

If you want to contribute to an inspiring long-term purpose, to be part of a fast growing company on a high-value market with significant build-up opportunities, and to grow in an entrepreneurial and warm environment,
join us!

We are looking for a Customer Care Representative - Core in USA. Your mission will be to:

As a Customer Care Representative you will be the primary interface for our core customers. You will work together with your team to ensure core customers are properly set up and welcomed. You will respond to customer requests in a timely manner to answer questions and resolve issues. You will also act as the liaison between Customers and our labs, Technical Sales Coordinators and other functions as needed.

You will be the first point of contact for leads. You will qualify, quote and manage opportunities for the Core accounts. Serving the unique needs of each account is critical to Merieux Nutri Sciences' overall success in growing the business.

• CCR will be expected to provide Customer Service based on the guidelines for select customers
• Build and maintain productive collaborative relationships within the team and across the supported laboratories.
• Responsible for proper execution of the welcoming and onboarding process in a consistent, professional, and timely manner for select accounts. Responsible for setting up programs and testing information in the laboratory information management system (LIMS) / CRM / ECN /myMXNS and any other system set ups critical to customer management.
• Answer customer phone and email inquiries, identify customer requirements, and provide results and additional information that meets or exceeds the customer's expectations.
• Assists in communication/resolution of billing issues
• Ensure customers are informed with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
• Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. This position has the responsibilities and authority to identify departures from the quality systems or procedures and document in accordance with SOPs in the global complaint system.
• Ensures that customer information updates are completed via the Customer Care Data Specialists.
• Qualify incoming leads and ensure Select customers are transferred to the correct TSC
• Manage the Core Product offering sales efforts to best meet sales goals for Merieux Nutri Sciences.
• Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (LIMS), CRM, and Standard Operating Procedures (SOPs).
• Support corporate quality and proactively participate in continuous improvement initiative in the department.
• Other related duties as assigned.
• At any time, the incumbent must behave and operate in an ethical and Code of Conduct compliant manner.

• The incumbent depends on knowledge of laboratory operations and communication with laboratory personnel to stay informed of analysis progress. The incumbent maintains frequent contact with management and personnel in customer care, labs, and technical sales to obtain information and status updates in an effort to meet or exceed customer expectations.…